Kayako Review

PROS: I love that Kayako is a stable and robust solution. We have been using the system for the past many years. Technicians can easily manage tickets and clients can access ticket info and provide their response. The inbuilt automation functionality saves us plenty of time. In my opinion, Kayako is the best software in the market for its price.

CONS: The software lacks scheduling and dispatch functionality. Time entry for support agents is a basic feature and could be improved.

PROS: Kayako allows us to centralize our help desk channels in one place. That means more synchronized customer service. On top of that, it helps us track tickets in real time. We have a process where a ticket that has gone past its timeline triggers a notification to both the agent and team leader. We now have a more optimized way of handling issues.

CONS: Pricing is a bit higher than competitors. Aside from this, we're happy with Kayako to the point that we're ready to pay more for our experience with it.

PROS: We've had a few failed tech adoption in the past, but Kayako showed that the whole company can get behind a new app. Our customer service agents are happy with it, they can quickly track conversations, while sales reps are liking it for the leads. Managers are happy, too, with the way they've gained visibility across their teams without being intrusive. Overall, Kayako has given us a more seamless workflow that cuts across siloed departments.

CONS: Integration is quite a problem at the low-price tiers. We upgraded to the premium plan, and it works just fine. We're able to hook it up to our CRM. It seems Kayako is best for larger companies with a budget for premium tools.

PROS: I like how intuitive the software is. I was able to find my way around after going through basic training. It is easy to learn how each feature functions. The ease of workflow and building support channels according to our organization’s need is also commendable.

CONS: There is nothing I don’t like about this software. But it is important to note that this tool is made for beginners so expect no powerful features for building a support team. It is already a great tool for business with basic needs.

PROS: We've had tried other help desk software and I can say Kayako is one of the easiest to set up and navigate. The UI is neat and organizes customer emails and social media messages logically so it's easy to follow conversations. I'm comfortable using it, our agents find it easy to adopt, so the whole team is happy with it.

CONS: Vendor can improve response time especially that our response time can be dependent on theirs. We haven't encountered any major issue though, just saying that in case we do, I'll be happy to get it fixed fast.

PROS: The following are the plus points of Kayako in my opinion: The app is easy to use, it needs little maintenance, there are useful add-ons to improve functionality, low total cost of ownership, and finally, the system is stable and reliable.

CONS: I have a few grouses: The product development and release plans are not clear. It takes a lot of time and effort to upgrade to the latest version.

PROS: Kayako’s knowledge base is used by our agents for support reference and our end users also use it for self-help to resolve issues on their own. We are able to assign tickets to specific agents which helps us to provide excellent support and also aids in project management. We can see the ticket history of all our end users and run reports for insight on important support trends. This helps us to learn patterns in our end users’ support requirements using which we can provide training to our agents in areas where they need improvement.

CONS: The search functionality needs to be improved. It is hard to search for particular keywords as the articles in the knowledge base are indexed poorly. The reporting feature is also below par. It is difficult to understand the KQL language. I would have preferred SQL to create custom reports.

PROS: Kayako offers good ticketing features. It is simple to set up agents and users. The knowledge base helps users to resolve problems on their own. The user portal is good as users can go to this place to create tickets and read knowledge base articles while creating tickets. It is flexible and easy to create knowledge base articles. We can create articles that ours user can utilize and this reduces the number of support tickets. We have used this feature to get rid of written documents which saves us money and time, and is a green initiative as well.

CONS: Kayako does not integrate with remote support systems, which makes it difficult to find out which tickets were resolved with remote support help. Remote support sessions need different software and licenses. Google authentication is not used to create users and I believe we could have set up LDAP.

PROS: The vendor understands what customer service is all about and has packed the app with a range of useful features to help companies provide top notch customer support. You can use the app to boost customer satisfaction. It is a professional system that enables you to provide an effective communication platform to your customers. Kayako is easy to configure and we implemented it quickly. To top it all, the vendor offers fast and helpful customer support themselves.

CONS: There are a couple of drawbacks. We use the hosted version which does not offer options for add-ons. Plus, we use Kayako’s API but it doesn’t support what we need to effectively track our support workload.

PROS: Full-featured straight out of the box. We could support customers and prospects across email, social and live chat without any elaborate setup or 3rd party integrations

CONS: We'd like to see more customization in the new kayako.

PROS: I like Kayako’s live chat feature, top notch SLA management, the ability to create tickets for email queries, and the ability to define customer parameters for types, statuses, etc.

CONS: There a few glitches: You cannot share files in the live chat, the learning curve is really steep, you cannot offer inline comments on an existing update, and finally, the default text editor needs to be improved.

PROS: I would mention the following as plus points: We found it easy to set up the hosted system, the app is easy to use with little training needed, good user management, helpful knowledge base, and customers and managers can easily access tickets.

CONS: I can point out three drawbacks: Admin should be able to create a new custom status named “Pending” where tickets can be kept in limbo. It is difficult to calculate SLAs without “Pending” time. Second, it is hard to create reports with KQL codes. Third, a user response opens even closed tickets. If a user replies with “thank you”, it opens a closed ticket. Because of this, a ticket can never get closed if a user is utilizing auto reply email, for example, with the phrase “Out of office”.

PROS: Kayako offers useful features for our needs and gives us the flexibility to customize the software. The ticket system is an enhanced email feature that our agents can use for collaboration. Our customers can use it as a single point of contact for all their issues.

CONS: There are many useful options and features that we haven’t fully explored as we haven’t had the time to implement the solution thoroughly. In my company, I am the only full-time employee and I manage more than 40 part-time employees. So, I don’t have the time to explore and make use of the software more thoroughly.

PROS: I like that Kayako offers plenty of features that save us time. Our SLA warnings ensure our agents don’t forget to update tickets when they get busy. The app offers hundreds of out of the box reports which give metrics for almost everything. The product is very flexible, which means we haven’t fully explored all the features yet, but the app works smoothly and we are looking forward to improving our experience as we learn more about the system.

CONS: I have no major complaints. My only small wish is that the vendor releases updates more quickly. This is because they continue to add amazing improvements to the app and I would like to have quick access to these developments.

PROS: Kayako is a user-friendly software for our agents and customers. We don’t have to log into the web portal as we can see all tickets through email. It is easy to post files, documents, and articles. The software is basic and yet offers plenty of advanced features if you are interested in them. I appreciate that we can customize the website by adding our company logo to it. It is simple for each user to set up their own rules for the email notifications they get.

CONS: We are an international customer and had some difficulty in paying the subscription due to security regulations for international payment. But the vendor’s help agents were responsive and assisted us to resolve the issue quickly. While the system is user-friendly, I found a few of the admin features to be a little complex to use.

PROS: Our company has been using Kayako for many years. Initially, the low cost put me off as I thought it wouldn’t be as good as the higher priced systems. However, Kayako’s features and capabilities have beat my expectations.

CONS: There are a few occasional issues, but the product is great overall. We took our time to upgrade to Version 4, but the upgrade has made our user experience more enjoyable. We are looking forward to using the new features effectively in the future.